“大营销”体系下电力客户满意度评价模型研究

发布时间：2018-03-13 16:39

本文选题：客户满意度　切入点：平衡计分卡　出处：《华北电力大学(北京)》2017年硕士论文　论文类型：学位论文

【摘要】：2015年3月,《关于进一步深化电力体制改革的若干意见(中发[2015]9号)文》出台,要求对电力行业进行体制深化改革,其中,九号文提出要还原电力商品属性,构建市场化的电力市场,这在一定程度上会对国家电网公司及其下属子公司构成一定影响。通过分析可知,未来的电力市场必然是“以市场为导向,以客户为中心”的新型电力市场,提高客户满意度是实现“以客户为中心”目标的重要手段。宁波供电公司作为电网企业与用户关系的重要纽带之一,如何提高客户满意度,提高电力市场份额,从而提高售电量,是宁波供电公司必须重视的工作之一。尽管目前对于客户满意度的研究众多,但由于电网企业由于其自身特殊性,并没有对电力客户满意度进行深入研究,即使存在一些地区对电力客户满意度模型进行了研究,但由于各地区间存在较大差异,所服务的客户也存在很大的差异性,只有构建适用于当地的电力客户满意度评价模型,才能真正服务于当地,帮助供电公司提高客户满意度,提高市场份额。通过对宁波供电公司客户服务工作的多年经验总结,结合客户满意度理论基础,探索了客户满意度模型在电力客户满意度中的评价应用。论文整体可以分为五个部分,具体如下:第一,对论文的研究背景、意义进行了阐述,并总结归纳国内外在客户满意度模型方面的研究成果,提出论文的研究框架和研究思路;第二,对客户满意度的基本理论进行概述,分别从客户满意度的定义、理论发展历程以及常用的理论模型进行概述,并对客户满意度的影响因素进行了简要分析;第三,以宁波供电公司为例,分析了当前该供电公司的客户满意度现状,对客户投诉情况进行了深入分析,包括统计分析等,并对标优秀企业管理办法,进行了差距分析;第四,以平衡计分卡为理论基础,构建了“大营销”体系下电力客户满意度评价指标体系,以网络层次分析法和模糊综合评价法为理论基础,构建了电力客户满意度评价模型,并设计了一套综合评价流程;第五,以宁波供电公司下属的某县公司电力客户为研究对象,通过收集数据,并对基本数据进行标准化处理,结合计算所得权重结果,对电力客户满意度进行综合评价,同时对评价结果进行偏差分析,并提出相关改进措施。
[Abstract]:In March 2015, several opinions on further deepening the reform of the electric power system (Zhongfa [2015] No. 9) were issued, which called for deepening the reform of the power industry. Building a market-oriented electricity market, to a certain extent, will have an impact on the State Grid Company and its subsidiaries. Through analysis, we can see that the future electricity market must be "market-oriented," In the new power market, how to improve the customer satisfaction is an important means to achieve the goal of "taking customer as the center". As one of the important ties between power grid enterprises and customers, Ningbo Power supply Company, how to improve customer satisfaction, It is one of the tasks that Ningbo Power supply Company must pay attention to to increase the market share of electricity and thus increase the electricity sales. Although there are many researches on customer satisfaction at present, because of its own particularity, the power grid enterprises, There is no in-depth research on power customer satisfaction, even though there are some regions to study the power customer satisfaction model, but there are great differences between the different regions, the customer service is also very different. Only by constructing the evaluation model suitable for local electric power customer satisfaction can we really serve the place, help the power supply company to improve the customer satisfaction and increase the market share, and sum up the experience of Ningbo Power supply Company's customer service work for many years. Combined with the theoretical basis of customer satisfaction, this paper explores the application of customer satisfaction model in power customer satisfaction evaluation. The whole paper can be divided into five parts: first, the research background and significance of the paper are described. And summarized the domestic and foreign research results in customer satisfaction model, put forward the research framework and research ideas; second, the basic theory of customer satisfaction is summarized, respectively from the definition of customer satisfaction, The history of theoretical development and common theoretical models are summarized, and the influencing factors of customer satisfaction are briefly analyzed. Thirdly, taking Ningbo Power supply Company as an example, the current situation of customer satisfaction of this power supply company is analyzed. Deeply analyzed the situation of customer complaints, including statistical analysis, and conducted gap analysis on the standard excellent enterprise management methods; 4th, based on the balanced scorecard as the theoretical basis, This paper constructs the power customer satisfaction evaluation index system under the "big marketing" system. Based on the network analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method, it constructs the electric power customer satisfaction evaluation model, and designs a set of comprehensive evaluation process. In 5th, taking the electric power customer of a county company of Ningbo Power supply Company as the research object, through collecting the data, standardizing the basic data and combining the result of calculating the weight, the paper evaluates the power customer satisfaction synthetically. At the same time, the deviation of the evaluation results is analyzed, and the relevant improvement measures are put forward.
【学位授予单位】：华北电力大学(北京)
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.61;F274

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